Amazon Connect, Amazon Web Services Inc.’s call center application, received some upgrades recently, namely Contact Lens for Amazon Connect. It allows users to get a picture of trends and sentiment ...

Customer relationship management (CRM) software maker E.piphany Inc. next week will begin shipping Service 6.0, a call center application that combines sales and service capabilities and can be ...

Call Center: What's the real value of IP in the call center? Is it something that managers and in-center personnel need to worry about? Kevin McPartlan: The value of IP, specifically VoIP, in the ...

The promise of Computer Telephony Integration (CTI) is a system that enables a computer to act as a call center, accepting incoming calls and routing them to the appropriate device or person. Today's ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

According to Art Schoeller of The Yankee Group, as many as 80% of call center agents will be using IP telephony by 2009, up from around just 10% today. So, unless you plan to close your call centers ...

PLEASANTON, Calif.--(BUSINESS WIRE)--Five9 Inc., the leader in on-demand call center software, announced today that veteran call center software executive Dan Burkland has joined the company as Senior ...